Terms and Conditions

CITY LINK – TERMS & CONDITIONS

1. Luggage

• All passengers must obtain a City Link luggage sticker when boarding.

• Unaccompanied luggage will only be accepted at the sole discretion of City Link.

• City Link is not liable for loss of or damage to passengers’ personal belongings or luggage.

• Valuable items must not be placed in the luggage compartment. Passengers are encouraged to keep valuables with them at all times.

• Luggage must not be stored in the coach aisle or onboard restroom.

• Claims for lost or damaged luggage must be submitted in accordance with City Link’s claims procedure. Any approved claim shall be limited to a maximum of US$50.00 per claim.

• Each passenger is entitled to carry two standard-sized travel bags at 23kgs each. Additional luggage may be accepted subject to available space and payment of the applicable excess baggage charges.

2. Insurance

• City Link provides general passenger liability cover only. Passengers are responsible for ensuring that their personal belongings and luggage are adequately insured.

3. Smoking

• Smoking, including the use of electronic cigarettes or vaping devices, is strictly prohibited on all City Link coaches.

4. Alcohol

• The consumption of alcoholic beverages is strictly prohibited on board.

5. Food

• Passengers will be served with food from Chicken Inn or Steers

6. Restricted Items

• The following items are prohibited on City Link coaches:

• Firearms and ammunition (unless permitted by applicable law and authorized by City Link);

• Explosives, flammable materials, hazardous chemicals, and toxic substances;

• Live animals

• Vehicle engines or engine parts;

• Plants, meat, liquids, sacks of produce, or any item that may inconvenience or endanger other passengers.

7. Fares

• Ticket prices are those applicable at the time of purchase.

• Verbal fare quotations are not binding.

• All fares, schedules, and promotions are subject to change without prior notice.

8. Travel Documents

• Passengers are responsible for ensuring they possess all required travel and identification documents before departure.

• City Link accepts no responsibility for passengers denied entry into any country or territory due to incomplete or invalid documentation.

• No compensation shall be payable where travel is interrupted or refused because of inadequate travel documentation.

• Always book and travel with a valid Identification Card or Passport. No ID, No Travel.

9. General Service

• City Link will make every reasonable effort to operate services according to published schedules. However, delays or disruptions caused by traffic, road conditions, weather, mechanical issues, government directives, or circumstances beyond our reasonable control may occur. City Link shall not be liable for any losses or expenses resulting from such delays.

10. Onboard Restrooms

• Onboard restrooms are intended for emergency use only and may be unavailable for hygienic or operational reasons. Scheduled comfort stops will be provided during the journey where possible.

11. Minors

• Unaccompanied minors may only travel on designated morning services, subject to City Link’s policy.

• Children under 16 years travelling alone must present valid identification and be dropped off and collected by a responsible adult at the designated departure and arrival points.

• City Link reserves the right to refuse travel where these requirements are not met.

12. Right of Refusal

• City Link reserves the right to refuse carriage to any passenger whose conduct, health condition, intoxication, or behaviour may pose a risk to the safety, comfort, or wellbeing of other passengers or staff.

13. Seat Allocation

• Seats are allocated at the discretion of City Link. The company reserves the right to change seat assignments without prior notice for operational or safety reasons.

14. Connecting Services

• While City Link will make every reasonable effort to maintain connections with other transport services, it cannot guarantee such connections and accepts no liability for missed connections or any resulting losses.

15. Trip Cancellation

• City Link reserves the right to cancel, delay, reschedule, or alter any service without prior notice where operational, safety, weather, regulatory, or other circumstances make it necessary.

16. Substitute Vehicles

• Where necessary, City Link may operate substitute vehicles or engage third-party operators to complete all or part of a journey without prior notice.

17. Tickets, Changes & Refunds

• Tickets are non-refundable, except where required by applicable law or City Link’s refund policy.

• Changes to travel dates or times are subject to availability and a US$10.00 administration fee per ticket.

• Date or time changes must be made before the originally scheduled departure.

18. Customer Care

• City Link is committed to providing safe, reliable, and comfortable travel. For enquiries, feedback, complaints, or assistance, please contact our customer service team through our official channels.